The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience.

Key highlights include:

• Nearly half of consumers surveyed had knowingly spoken to a customer service associate who was at home, and almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue. Yet more than 1/3 of business leaders want contact center associates back in the office.
• 93% of business leaders surveyed believe their companies make it easy for customers to resolve their issues, but only 66% of customers felt this way in return.
• 92% of business leaders surveyed would like to provide additional training to their customer service representatives, with ‘soft skills’ being the top area of investment and/or improvement.
• Response vs. Resolution: Chat with an agent increased 7% when it comes to speed of issue resolution, which indicates that consumers are finding chat to be one of the fastest ways to elicit a response as well as resolve their issue.